Virtual Call Center Manager Jobs in Delaware (NOW HIRING)

Under the supervision of the Chief Clinical Officer, the Crisis Program Senior Manager is responsible for administering theprogrammaticoperations, including project/programdevelopment, contract and feemanagement,overall crisis staffsupervision, programmonitoringand reporting,andthe development of new program opportunities. Additionally, is responsible for promoting the missionandprovidingvision,aswellasdictatingthefutureofthecrisisprogram.Theincumbent is responsible for ensuring the operations of the 24/7 Crisis Call Center, Mobile Youth Crisis ResponseProgram,andCrisisBedStabilizationProgram(CBSP)remainoperationalatalltimes to serve high risk populations with concerns for safety. The incumbent is responsible for rapid responses and decision making related to high-risk situations involving children and youth.

Program Administration

• Provides direct supervisionof Crisis ClinicalCoordinatorsand Call Center Supervisortoensurecrisisservices are providedwithclinicalintegritythatkeepssafety,riskfactors,andbestpractices in24/7 crisis intervention at the forefront of all decisions made and services provided. Ensure program policies, procedures and expectations are met.
• Provides direct supervision of Crisis Bed Stabilization Coordinator/Therapist to ensureCrisisBedStabilizationProgramisoperationalatalltimestoensuresafetyof clients, minimize risk factors and provide care integrity. Ensure program policies, procedures and expectations are met.
• Engagesinplanningandprogramconception,includingthedevelopmentofother24/7 and risk preventative services that keep children and families in the community safe
• Implements,supports,andoverseesthehigh-intensityservicesprovidedinsubprograms that are established under the umbrella of crisis services. These programs consist of services that support youth at high to moderate risk for suicide, harm to others, significant instability following a traumatic event, or at risk of being removed from their home environment due to behavioral dynamics. All subprograms also require quick decision-making and turn-around time for services rendered.
• Coordinatesexpeditedcommunitycrisisresponsesasneededduetoemergency traumatic/loss events that occur impacting youth in Delaware.
• Maintainsmonthlydataandcompletemonthlyandquarterlyreportingdocumentation about statewide crisis services and subprograms.
• Oversees the case management and clinical documentation processes with Clinical Coordinatorstoestablishprocedures,ensuringrapidcompletionofcrisisdocumentation, monitor chart completeness and case confidentiality.
• Collaborates with community partners to address needs or concerns related to crisis intervention services. Community partners include schools, emergency departments, psychiatricinpatientfacilities,pediatricoffices,policedepartments,youthmentalhealth service programs, etc.

• Ensuresprogramcompliancewithagencyandaccreditationstandards.
• Ensuresthatallcontractgoalsandobjectivespertinenttotheprogramaremet.
• Establishesandmaintainsprocessesofeffectiverecruitmentofpersonnel.

Clinical Oversight

• Provides direct supervision and clinical oversight of documentation of crisis clinicians, subprogramclinicians,andcallcentercliniciansasneededwhendirectsupervisorsare unavailable or for licensure purposes.
• ProvidedirectsupervisionofCrisisClinicalCoordinators and Crisis Bed Stabilization Coordinator/Therapistandassistthemindevelopment of leadership and clinical supervisory skills.
• Intervenesdailyincomplexsituationsthatrequireadditionalclinicaljudgementto determine a path forward to keep children and others safe.

• ParticipatesinClinicalOn-CallSupervisorRotation

• Providestrainingrelatedtobestpracticesinyouthsuicideprevention,intervention,and postvention.

General Responsibilities

• Participates in professional development and learning activities related to best practices in crisis services, risk prevention, suicide prevention, clinical supervision, and other clinically relevant training.

• Adherestoprofessionalcodeofethicsandconduct.
• Maintainsflexibilitytomeettheneedsofa24/7crisisprogram.
• Communicateseffectivelyandprofessionallywithallstakeholders.
• DemonstratescontinuouscommitmenttoDGS’corevalues.

• Diagnostic&psychotherapeuticservicesrelatedtocrisisintervention
• Psychologicalinterventiontechniques

• Riskassessment,suicidepreventionandintervention,andbestpracticesincrisis intervention services

• Treatmentservicesauthorizations&documentation.Processdesignandimprovement.
• Employeemanagement/leadershiptoincludeteambuildingandconflictmanagement
• Adaptability/continuous improvement

Supervisoryresponsibilities:CrisisClinicalCoordinators, Crisis Bed Coordinator/Therapist, Call Center Supervisor

Workenvironment:Officebased,Partialtelecommutingwithapproval

• Prolongedperiodsofsittingatadeskandworkingonacomputer
• Mayberequestedtoliftupto15poundsperiodically

Travelrequired:Betweensitesasneededforsupervision,meetings,etc.

• Master’s Degree which qualifies for licensure in the state of Delaware as a Licensed Clinical Social Worker (LCSW), License Professional Counselor of Mental Health (LPCMH),LicensedMarriageandFamilyTherapist(LMFT),orLicensedPsychologist.

• PossessDelawareClinicalLicensure(socialwork,psychology,counseling)

• Minimumof7yearspostlicensure clinicalexperiencepreferablywithinanevidenced- based or evidenced-informed child and family interventions program

• Minimumof5yearspostlicensuresupervisoryexperience
• Minimumof5yearsofeducation/traininginsuicideriskpreventionandintervention
• Validdriver’slicenseandsatisfactorydrivingrecord

• ApprovedClinicalSupervisordesignation
• 12 hours Clinical Supervision training